How to Write About What Went Wrong

You know you didn’t measure up. Your nonprofit didn’t meet its objectives, or you made a mistake on your customer’s order, or maybe someone even complained to your boss about you. No one’s perfect; it may have been an honest mistake, or there may have been unforeseen circumstances that transformed a simple task into something like trying to fly a kite on a windless day, or sitting on the ground in a perfect breeze, muttering and grumbling as you picked at the knotted mass of the kite’s tail. Whatever it was, something went wrong and you need to write to a stakeholder about it. What do you do?

 

First, here’s an example of how NOT to write about it:

Our organizing training for low wage workers did not go well, as outreach was a problem. Even with our volunteers and staff from low income backgrounds spending many frustrating hours conducting outreach in both English and Spanish, we were only able to half fill the class. We tried our best, but we struggled to convince people that it was important enough to be worth their time. Without having received the training yet, they couldn’t understand how this work can make such a vital difference to their lives. After working long hours for little pay, they just want to spend their evenings and weekends taking care of their families’ needs, resting, or having fun. They see an organizing training as just more work and do not recognize that it can also be a great social activity, and can create far-reaching change that will make their lives easier in the long run.

What is wrong with this example?

• It focuses on the negative, and shows a sense of frustration and failure.
• It appears to blame the constituents for the problem.
• It looks down on the constituents in a patronizing way, implying that they are too ignorant to make the right choices, and need the organization’s superior knowledge and guidance.
• It fails to present a solution to the problem, and therefore makes it look unsolvable.
• It shows no confidence in the organization’s ability to find a solution to the problem and then achieve future success.
• To put it bluntly, it sounds like a child whining, “But I tried! It’s not my fault it didn’t work!”

 

And here’s how to honestly write about what went wrong… and still make yourself look good:

Both English- and Spanish-speaking volunteers and staff from low income backgrounds conducted outreach in their home communities to fill our organizing training for low wage workers. This was a powerful learning experience for us, as the outcome-based messages that were effective for other groups landed differently this time. We found that after working long hours for little pay, low wage workers want to spend their evenings and weekends taking care of their families’ needs, resting, or having fun; most saw an organizing training as more work. We are creatively inspired by the need to re-vision our training to be one that meets people’s immediate needs for pleasure and rest, as well as helping them meet their long-term needs. We may add a barbecue, or even find a local comedian who can use humor to elucidate the problems of low wages workers and the changes organizing can achieve.

What is right with this example?

• It honestly describes the problem without dwelling on the negative or implying that the issue should not have occurred.
• It focuses on how to solve the problem and learn from it.
• It respects and connects with the constituents’ viewpoint.
• It shows the organization taking responsibility to adapt to the constituents, rather than expecting the constituents to adapt to the organization.
• It paints the organization as a group of smart and humble people who know that learning from your mistakes is just part of the process of improving your methods, and who are inspired by creative problem-solving.
• It is compassionate, upbeat, and inspiring.

 

Even when writing about what went wrong, you can:

• Honestly describe the problem, without portraying any negative emotions about it.
• Focus on the positive learning experience.
• Avoid blaming anyone; show all as doing their best and making decisions based on their different perspectives, all of which are deserving of respect.
• Emphasize how well you understand the problem and what great ideas you have to solve it.
• Portray the inspiration and satisfaction of creative problem-solving.